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Frequently asked questions
Cancel CircleCI: The Right Way
How to cancel CircleCI and protect your development pipeline in new zealand
What CircleCI is and why teams use it
CircleCI is a continuous integration and continuous delivery (CI/CD) platform that automates the building, testing, and deployment of software across your development pipeline. If you manage a development team, you understand how critical reliable automation is-it runs consistent checks before code reaches production, saving time and reducing human error.
The platform integrates directly with your version control system and triggers automated workflows whenever your team pushes changes. Your builds, tests, and deployments execute without manual intervention. CircleCI operates as a cloud-hosted service or as a self-hosted option, depending on which plan you choose and your organisational infrastructure needs.
Who uses CircleCI
Development teams, DevOps engineers, and technology organisations across New Zealand and globally rely on CircleCI to accelerate release cycles and enforce consistent build standards. Whether your team is small or scaling rapidly, CircleCI manages CI/CD workflows that would otherwise demand significant manual effort and resources.
Plan types available in new zealand
CircleCI offers a Free tier for teams getting started, a Performance plan for growing organisations, and Server or self-hosted options for enterprises that require complete control over infrastructure. Each plan includes different limits on build minutes, team member access, and advanced features. Your choice depends on your team size, deployment frequency, and compliance requirements.
Pricing structure and when to cancel
Understanding CircleCI's cost model helps you decide whether cancellation makes financial sense for your organisation.
| Plan type | Monthly cost (NZD) | Build minutes per month | Best for |
|---|---|---|---|
| Free | $0 | 6,000 minutes (shared) | Individual developers and small open-source projects |
| Performance (monthly) | From $24 NZD | Unlimited minutes | Small to medium teams with moderate CI/CD needs |
| Performance (annual) | From $240 NZD | Unlimited minutes | Teams committed to long-term use seeking discount |
| Server (self-hosted) | From $2,400+ NZD annually | Unlimited | Enterprise organisations requiring on-premise infrastructure |
Should you cancel CircleCI
You should consider cancellation if CircleCI no longer meets your development workflow needs, your team has switched to an alternative CI/CD platform, or the service consistently fails to deliver the reliability you pay for. If you've upgraded to Performance but rarely exceed Free tier build minutes, downgrading often costs less than cancelling outright. If the service is unreliable or doesn't match CircleCI's performance promises, you have consumer protection grounds to request a refund under New Zealand law-Yafee can help you understand those protections.
Your consumer rights under new zealand law
New Zealand's Consumer Guarantees Act (CGA) 1993 protects you when you purchase any service, including CircleCI subscriptions.
The consumer guarantees act and your protections
Under the CGA, CircleCI must supply its service with reasonable care and skill, ensure the service is fit for purpose, and keep it safe. Most importantly, suppliers cannot contract out of these protections through their terms and conditions. Your rights are statutory-they exist because of law, not because CircleCI agrees to them.
This means CircleCI must deliver service that meets your reasonable expectations. If the platform is frequently unavailable, repeatedly fails during critical builds, or doesn't perform as described in their marketing materials, you have legal grounds to request remedies. These remedies include a refund, compensation, or a replacement service at no extra cost. The CGA is your safety net, and no subscription agreement can remove it.
Your legal position
If you experience significant service failures with CircleCI, document every incident with dates, times, and the impact on your builds. Screenshot error messages and keep records of downtime. This evidence strengthens your position if you need to escalate a dispute. If CircleCI refuses to acknowledge the problem or offer a remedy, you can lodge a complaint with the Commerce Commission (the New Zealand consumer authority responsible for enforcing consumer protection laws). Yafee recommends keeping detailed records from day one-they form the foundation of any consumer claim.
How to cancel CircleCI
You can cancel CircleCI through your web dashboard if you have organisation administrator access, or by contacting their support team directly.
Cancel through the CircleCI web dashboard
This method is the fastest and gives you immediate confirmation of cancellation. Only organisation administrators can initiate this process.
- Sign into the CircleCI web dashboard at app.circleci.com with your account credentials.
- Verify your account has organisation Administrator permissions before proceeding.
- If you lack admin access, contact your organisation owner to grant permissions or complete the cancellation on your behalf.
- Navigate to your organisation's billing settings.
- Click the organisation name in the top navigation menu.
- Select "Settings" from the dropdown menu.
- In the left sidebar, locate and click "Billing" or "Plan".
- Locate the cancellation option on the billing page.
- Scroll to the bottom of the Billing section.
- Look for a link or button labelled "Looking to cancel your plan?" or "Cancel Plan".
- Click this link to initiate the cancellation workflow.
- Review the cancellation confirmation and any retention offers.
- CircleCI may present a form asking why you're cancelling and offer alternatives (such as downgrading to a lower plan).
- You can choose to provide feedback, but this is optional.
- Confirm you wish to proceed with cancellation by clicking the final confirmation button.
- Verify your account status after cancellation.
- Your subscription remains active until the end of your current billing cycle.
- You retain full access to all features until your final billing date.
- Yafee advises checking your email for a cancellation confirmation from CircleCI within one business day.
Cancel by contacting CircleCI support
If you cannot access the web dashboard or prefer to cancel via email, you can contact CircleCI's support team directly. This method creates a written record of your cancellation request.
- Prepare your account details.
- Note your email address registered with CircleCI.
- Note your organisation name.
- Note your current plan type (Free, Performance, or Server).
- Contact CircleCI support through their official support portal.
- Visit support.circleci.com and log in with your CircleCI account.
- Click "Submit a request" or "New ticket".
- Select "Billing" or "Account" from the category dropdown.
- Enter the subject line: "Cancellation request for [your organisation name]".
- In the message body, state clearly: "I request cancellation of my CircleCI subscription effective immediately [or your preferred date]."
- Attach a copy of this message to your personal records.
- Wait for CircleCI's response confirmation.
- Support typically responds within 24 to 48 hours (New Zealand business days).
- CircleCI will send you a confirmation email once your cancellation is processed.
- Save this confirmation email as proof of cancellation.
Cancel by mailing CircleCI directly
If you prefer postal correspondence or require formal written documentation, you can mail your cancellation request to CircleCI's headquarters. CircleCI does not maintain a dedicated New Zealand postal address for cancellations; correspondence must be directed to their US headquarters.
- Prepare your cancellation letter.
- Write a formal letter on your organisation's letterhead (or plain paper if writing as an individual).
- Include your full name, email address, and CircleCI organisation name.
- State: "I hereby request cancellation of my CircleCI subscription, effective [date] or the end of my current billing cycle, whichever is sooner."
- Provide your account creation date if available.
- Request written confirmation of cancellation.
- Send the letter by registered airmail to CircleCI's US headquarters.
- Yafee recommends using registered mail to create a delivery record.
- Send to: CircleCI, Inc., 303 Second Street, Suite 200 South, San Francisco, CA 94107, United States.
- Allow 10 to 15 business days for delivery and processing.
- Follow up with email confirmation.
- After mailing, send an email to [email protected] with the same cancellation request.
- Reference that you have mailed written notice to their San Francisco address.
- This creates dual documentation of your cancellation intent.
- Retain all postal and email records.
- Keep the registered mail receipt, your letter copy, and all email confirmations in a folder.
- These documents prove you initiated cancellation if any billing disputes arise.
Timeline and what happens after cancellation
Understanding CircleCI's cancellation timeline ensures you're not caught by surprise billing charges.
Your cancellation takes effect at the end of your billing cycle
When you cancel CircleCI, your subscription does not terminate immediately. Instead, your access continues until the end of your current billing period. If you cancel on day 5 of a monthly subscription that renews on day 30, you retain full access and features until day 30. CircleCI will not charge you on day 30; instead, your account moves to a free or read-only state.
What you can do after cancellation
After your billing period ends, your CircleCI account transitions to one of two states depending on your plan. If you held a Performance plan, your organisation reverts to the Free tier with access to 6,000 shared build minutes per month. You can still view your build history, but you cannot create new projects or trigger new builds unless you downgrade explicitly to Free first. If you held a Server (self-hosted) plan, your access licence terminates completely and you can no longer run builds on your private server.
Yafee advises that you back up any critical build logs, configuration files, or environment variable records before your billing period ends. CircleCI does not automatically delete your account data immediately, but retention policies vary-contact their support team if you need a data export.
Refund eligibility and how to claim
Whether you receive a refund depends on your billing method, subscription type, and the reason for cancellation.
Refunds for monthly subscriptions
CircleCI typically does not offer refunds for monthly subscriptions once you have used the service. However, if you cancel within 14 days of your initial purchase and have not used significant build minutes, you may be eligible for a refund under consumer protection law. If CircleCI's service was unreliable or failed to meet its performance guarantees, you have grounds to request a refund under the Consumer Guarantees Act.
Refunds for annual subscriptions
Annual subscriptions are non-refundable under CircleCI's standard terms. However, if you cancel within 14 days of purchase (which is your statutory cooling-off period under New Zealand consumer law), you can request a full refund. If you cancel after 14 days, CircleCI will typically not refund the annual fee, but you retain access until your subscription renewal date. To claim a refund for an annual subscription, contact CircleCI support and reference the Consumer Guarantees Act 1993.
Refunds for service failure
If CircleCI experienced significant downtime, data loss, or reliability failures that prevented you from using the service as promised, you have legal grounds to claim a refund or compensation under the Consumer Guarantees Act. Yafee recommends documenting every instance of service failure-note the date, time, duration, and impact on your builds. If CircleCI refuses to acknowledge the problem or offer a remedy, escalate your complaint to the Commerce Commission, New Zealand's official consumer authority.
How to request a refund
- Contact CircleCI support with your claim.
- Visit support.circleci.com and submit a ticket under "Billing".
- State: "I request a refund for my CircleCI subscription because [reason]."
- Attach evidence: screenshots of service failures, error messages, or proof of downtime.
- Reference the Consumer Guarantees Act if applicable.
- If service failure is your reason, state: "Under New Zealand's Consumer Guarantees Act 1993, I am entitled to a refund because the service was not delivered with reasonable care and skill."
- This signals that you understand your legal position and take the matter seriously.
- Allow up to 10 business days for CircleCI's response.
- CircleCI will either approve the refund, deny it with explanation, or offer a partial refund or service credit.
- If refunded, the credit will appear in your original payment method within 5 to 10 business days.
- Escalate to the Commerce Commission if CircleCI refuses.
- If CircleCI denies your refund claim without valid reason, file a complaint with the Commerce Commission at complaints.govt.nz.
- The Commerce Commission will investigate whether CircleCI breached the Consumer Guarantees Act and can compel a refund.
Common mistakes to avoid when cancelling
Cancellation is straightforward, but one misstep can leave you vulnerable to unexpected charges or account lock-out. Here's how to avoid the most common pitfalls.
Not checking your billing date before cancelling
If you cancel on day 28 of a 30-day billing cycle, your subscription ends at day 30 and you lose only 2 days of access. If you cancel on day 1, you lose access for 29 days. Before you cancel, log into CircleCI and check your billing date in the Billing section. If your renewal date is coming up soon, wait and cancel just after your last billing date to maximise the value of your payment.
Cancelling via the wrong method
Cancelling through the web dashboard is always faster and creates an immediate confirmation. Cancelling via email or post takes 5 to 15 business days and may be overlooked. If you choose email or postal cancellation, follow up with a support ticket to ensure CircleCI processed your request. Yafee advises always cancelling through the dashboard if you have administrator access-it's the most reliable method.
Forgetting to downgrade before cancelling
If you hold a Performance plan and cancel, CircleCI will revert you to the Free tier automatically. However, if you hold a Server (self-hosted) plan, you lose all access when your subscription ends. Before cancelling a Server plan, ensure you have exported your configuration, environment variables, and any critical build logs. Cancellation is permanent for self-hosted plans and cannot be undone instantly.
Not requesting written confirmation
Always request a cancellation confirmation email from CircleCI. Screenshot this confirmation and save it. If CircleCI charges you after cancellation or disputes that you requested cancellation, this email is your proof. Without written confirmation, you are relying on CircleCI's internal records-which may not be accessible to you later.
Cancelling without backing up your data
CircleCI retains your build history, but access is limited after cancellation. If you need any configuration files, environment variables, or build logs after your subscription ends, export them before you cancel. CircleCI's export functionality is available through the web dashboard-use it.
After your CircleCI cancellation
Once your cancellation is complete, follow these steps to close out your account cleanly and ensure no further charges occur.
Verify the cancellation took effect
On the day after your billing cycle ends, log into CircleCI and check your organisation's Billing page. You should see either a Free plan or a "No active plan" message. If you still see an active Performance or Server plan, contact CircleCI support immediately-a billing error may have occurred.
Check your credit card or payment method
Monitor your bank account for 60 days after your billing cycle ends. CircleCI should not charge you again, but if an unexpected charge appears, contact your bank immediately and request a chargeback under the Consumer Guarantees Act. Additionally, notify CircleCI support of the erroneous charge and request a refund.
Review your credit card statements for duplicate charges
Some organisations accidentally maintain dual CircleCI subscriptions (one under a personal account and one under a team account). Check your statements to ensure you are not being charged on multiple accounts. If you discover duplicate charges, contact CircleCI and request refunds for all but one subscription.
Update your cI/CD pipeline configuration
If you've switched to an alternative CI/CD platform, remove CircleCI's configuration files from your repositories. Delete .circleci/config.yml from your git repositories and any webhooks CircleCI may have installed in your version control system. This prevents CircleCI from attempting to run builds even after cancellation.
Comparing CircleCI to alternative cI/CD platforms
If you're cancelling CircleCI because another platform better suits your needs, review these alternatives available to New Zealand teams.
| Platform | Entry cost (NZD) | Build minutes | Best suited for |
|---|---|---|---|
| GitHub Actions | $0 (included with GitHub) | 2,000 minutes/month free | Teams already using GitHub for version control |
| GitLab CI/CD | $0 (Free) or from $29 NZD | Unlimited with Premium | Teams prioritising open-source or on-premise deployment |
| Jenkins | $0 (self-hosted) | Unlimited | Enterprises requiring complete infrastructure control |
| Travis CI | From $69 NZD | Unlimited with paid plan | Open-source projects and smaller teams |
| Bitbucket Pipelines | $0 (Free) or from $13 NZD | 50 minutes/month free | Teams already using Atlassian products (Jira, Bitbucket) |
Final checklist before you cancel
Use this checklist to ensure you've completed every step before finalising your CircleCI cancellation.
| Task | Status |
|---|---|
| Verified your organisation has administrator access to CircleCI | [ ] Complete |
| Checked your current billing date and renewal date | [ ] Complete |
| Exported or backed up all critical configuration files and build logs | [ ] Complete |
| Submitted cancellation request through the web dashboard or support email | [ ] Complete |
| Received written confirmation of cancellation from CircleCI | [ ] Complete |
| Removed CircleCI configuration files from all repositories | [ ] Complete |
| Set reminders to check billing 3 and 60 days after cancellation | [ ] Complete |
Contact information and support
If you need assistance cancelling CircleCI or have questions about your consumer rights, use these contact methods.
CircleCI support channels
CircleCI operates support through their official portal at support.circleci.com. You can also contact them via email at [email protected]. For postal correspondence, direct all written cancellation notices to their US headquarters address: CircleCI, Inc., 303 Second Street, Suite 200 South, San Francisco, CA 94107, United States. Allow 10 to 15 business days for postal processing.
New zealand consumer protection authority
If CircleCI refuses to acknowledge service failures or denies a valid refund claim, file a complaint with the Commerce Commission at complaints.govt.nz. The Commerce Commission enforces the Consumer Guarantees Act and can compel refunds or compensation if CircleCI has breached your statutory rights. Complaints are free and can be filed online.
Get support from yafee
Yafee specialises in helping individuals and teams navigate cancellations and consumer disputes with software services across New Zealand. If you're unsure whether you have grounds for a refund, need help drafting a formal complaint, or want to understand your consumer rights under the CGA, Yafee offers transparent, expert guidance. Visit yafee.com to see how Yafee has helped thousands of consumers cancel unfair subscriptions and recover refunds they're legally entitled to. Yafee's contract law team reviews your specific situation and advises you on the strongest way to proceed-whether that's a direct refund request to CircleCI or escalation to the Commerce Commission.